Solved

Hi, I've been using DocuSign a few weeks now. When I first started using it, I uploaded a pdf that was completed in adobe and noticed in DocuSign all the checkmarks were removed. I had to use Edge to edit the pdf so the checkmarks would be visible in DocuSign. Yesterday there was an update and now, if I edit the pdf in Adobe, Edge or Google, when I load it into DocuSign, the checkmarks are always missing. I’ve tried even the “Keep Form Fields” option, and the assign to option, and nothing seems to be working. I use a google chrome browser.Any suggestions on how to fix this from the update?

I currently have a DocuSign account for sending out contracts for signature.    Our company recently changed email servers and at some time in the future, the old email address (that is being used by DocuSign) will cease to exist.   How do I change my profile to the new email address without losing access to all the documents under my old email address?  If I change my email address under profile, will I then have to log into my DocuSign account with the new email address, and if so, will all the documents currently in DocuSign under my old email address carry over to the new email address?

I was recently testing DocuSign features, I am a beginner, and encountered a problem that ended up with the agreement not being signed. I wouldn’t want to face this in real case scenarios so If someone can help me understand, I would really appreciate it.After sending a document to be signed, the recipient was requeated to fill a form and verify the access code she entered (VALIDACION DEL CODIGO DE ACCESO in Spanish). Why was she prompted to do so? See screen capture.Is it is a KBA method of verification? I didn’t request any kind of ID verification, I couldn’t since I was on a business pro free trial without add-ons or third party authentication providers. I only had the access code verification enabled. Plus we are not in the US, but Argentina.The recipient could not proceed with signing and the agreement is currently with state “error in delivery” due to a “wrong authentication”.Thank you! 

Using the email link for completed Docusign documents, how long does the link access the completed documents for people who don’t have a Docusign account?  Thank you! 

I needed my docusign account for one month and then I tried to downgrade it to the free plan. I only made the account and used it because my advisor asked me to use it to get some forms signed and I needed the batch send feature. Now that I’m done with it, I downgraded my account to the free plan. But for some reason I was charged 500 canadian dollars and I don’t know why. I can’t open a support ticket because I have the free account. There is no phone number to call and after 2 hours of reading the same “support” pages and watching the same video explaining how to close my account, there is still no way to contact anyone from this company to ask about the charge. This is ridiculous. help. I don’t want this account anymore and I want my money back.

MorningIs there a method for adding links to guidance documents on the DocuSign landing page to assist internal users when creating envelopes? These links would allow specific teams to access a set of signing instructions. Many thanks for viewing.Kenneth

I recently received a DocuSign document from another company, and I thought I needed a paid plan to sign it. So, I proceeded to purchase a plan. While selecting, I accidentally chose the Annual Plan instead of a monthly one. Soon after, I received an order confirmation email and realized that I had been charged a significant amount.To fix this, I then selected a Monthly Plan, thinking it might switch my plan. But now I’m confused—did my plan actually switch to monthly, or did I end up purchasing two plans?Later, I found out that I actually don’t need a paid plan to sign documents sent by other companies. So, I decided to cancel my plan immediately. I followed the cancellation instructions, but my account still shows that the plan will only terminate next month.I have not used any features at all, and I just mistakenly purchased this plan a few minutes ago. I want a refund, but I can’t seem to find any customer support to contact!Does anyone know how to get in touch with their support t

hi,I know that my contracts have been completed, yet i cannot find them in my account.I am really confused as to why it is so hard to find all my contracts and wondering if there is an easier way that i dont know about?Additionally is there a way to ensure that i can format contracts upon completion that all completed contracts appear in a single folder so i can search there?Please help!TIA

I go into settings but it doesn’t give me the option to remove it but just to choose which timestamp I want.  I don’t want a timestamp at all.  

On March 10, I changed my plan to 1 seat with 100 envelopes.  On March 11, DocuSign charged me for 2 seats and 200 envelopes.  I have been trying to find a way to get a partial refund, but of course, like other posts, you can’t talk to anyone to help.  The website takes you around in circles and the Bot is of no help.  Has anyone found a way to get a partial refund on their account?

I purchased the personal plan today, hoping to use the Attachment function in a Template. However when I try to update my templates, the Attachment function is locked. I purchased that plan specifically for that function. Is there something I'm not understanding? Am I wrong to think that i can use the Attachment function in a template?

Within templates, the function to replace a document is greyed out for a DS Sender on our account.  As an administrator how do I to give permission to a DS Sender User to be able to replace. In the Admin section I see how to change profile permissions and clicked the template settings but see everything except "replace".  Can anyone please advise how to do this?  Thanks

Hi everyone,Just want to ask this question that’s been bugging me.We currently have an existing package for Salesforce DocuSign Apps Launcher - DocuSign Negotiate and a DocuSign Plan (which I’m not sure of) cause it was purchased 4 years ago. When I tested the Docu Gen Api , it was working on our demo sandbox. But am not sure if that’s going to work in our current live production. So, my idea is -- can we use the existing apps and integration key that’s in our production right now for our custom api integration build or do we still have to go through the api go-live process where we have to push the integration keys from Developer to Production account? Appreciate all your inputs!

I'm vahing issues downloading our invoice for July and August 2023. I encounter an error saying "We encountered an error when downoading invoice xxxxxx". We urgently need those invoices.

I’m wondering if there is something that isn’t right in my settings.  I received notifications in the past when someone signed a document but yesterday someone signed and I didn’t get a notification.  There were two people to sign, one did, one didn’t.   I thought neither signed because I didn’t get a notification.  This hasn’t happened before that I remember.  Please advise.  I didn’t see anything in the settings regarding sending notifications upon signature but may have missed it. Thanks

Hello Everyone, I am a newbie to Docusign Admin and have requirements to support two department teams, HR and Finance, in my org to begin using DocuSign to facilitate form signing. There are the following security requirements: Any HR staff can create/edit envelopes, and they have access to other envelopes created by other HR staff.   HR users have their envelopes that are not seen/accessible by the finance team and vice versaI have created the envelope templates for HR and finance, but my challenge is with the next step and setup the security model that meets the above requirements. Can anybody guide me on the detailed steps for this configuration? I know that I have to use folders and security groups, but your help is much appreciated.  Thanks

I have been challenged on the authenticity of a signature that I personally obtained from a client via Docusign.  The challenge is that there is no evidence of what email address the request was sent to and that I could have sent it to my own email and signed the document myself had I wanted to.Can I prove what email address the signature request was sent to from the document itself, or is my only option a screen shot from the Docusign folder? I would have thought that info would have been embedded in the signed document, but I can’t find it. Thank you

OK I’m new here so…I have a template and a power form for an NDA. Someone from my company will be emailing this NDA out through their outlook account as multiple emails to multiple people.  The template is setup with two people from our company as recipients. (so we can monitor NDAs coming in)I have the URL for the powerform, but when I email this out as a test and click through on the URL, I see the recipient fills in their name and email but in fields below in the section “Please provide information for any other signers needed for this document.”  My name and email is listed there.   Shouldnt’ this be blank for the NDA recipient to fill out in case there’s others in their org that needs to sign?

I need help accessing my account. Says account suspended becuase of missed payment but I’ve updated the payement CC and still nothing. Done this with 2 CC’s and nothing. Need help ASAP

Hello,I’m looking into using Elastic templates.  When filling in the Elastic template, will we be able to read those field values with our existing Connect API?  We store the envelope contents based on those fields we write out to a text file before importing them into another application.We currently use a cumbersome process where we have users ‘use a template’ and also upload a document type that matches a template we created.  We want to make the process easier for the user and build in more flexibility too.  Are we on the right track with Elastic templates to achieve this?   We want to continue to use our existing templates as well.  I’m not sure how they both can be used together or not.Thanks Maggie

Hi - I’m wanting to migrate a template to a webform, however the template has a checkbox field that needs to be blank be default. I am getting an error when migrating the template that states ‘Checkbox Values can't be blank’. Is there a fix for this?Thanks 

I have tried to contact customer support by raising a case and requesting a call back which was promised within 3 hours. The call has not been received after nearly 5 hours. I am keen to resolve my issue and find it incredibly frustrating that there is no telephone number for a support desk. 

I had no envelopes left and upgraded my plan but I still have no envelopes now. Did I upgrade to the wrong plan? I am trying to send out one simple document and even after upgrading can’t seem to do so. Support is terrible and won’t work. 

Dear DocuSign Support Team,I hope this email finds you well. I have some questions regarding the comment functionality in the document review and signing process within DocuSign envelopes:Why am I unable to delete comments when reviewing documents in DocuSign envelopes? Do the comments made within the envelope workflow hold any legal value?I would appreciate your clarification on these matters. Thank you for your support.Best regards,

Hi,  I work as a technical writer for Contract research organization. We deliver reports to our client using FDA eCTD submission guideline where have specific document properties (PDF Signed document needs to have fast web view enabled)  that need to be set for FDA document submission and electronic document compliance. However, DocuSign changes the pdf properties after getting signatures. Once the document is signed PDF properties cannot be edited and the document is no longer compliant. Is there a way to prevent Docusign from editing the PDF document properties? I do see similar thread where someone has raised the similar question and it’s resolved. However, I can’t find the resolution. Appreciate for any help. Thanks!